In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 

<p>This resource details seven questions and discussion points you should consider before integrating cloud backup into your service offerings. </p> 

The risk of a DDoS attack only continues to grow as organizations increasingly rely on the Internet. In this webcast, gain insight to the top 10 truths and trends of DDoS attacks and how to prepare for them. Explore how and why attacks are launched, how attackers are shifting tactics and more. 

Download this report from Arthur D Little to learn 5 key innovation concepts for CIOs and CTOs. 

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. 

Read this customer case study to see how Canadian mutual fund company AIC Ltd. leveraged Quantum's DXi™5500 disk backup solution featuring data deduplication and replication technology in order to drastically reduce backup time as well as cut storage costs and management. 

This paper shows the shifting mindset surrounding case management, offering up the results of surveys with 155 global case management influencers and decision-makers on how they view this concept. Learn why older process automation approaches based on archaic mass production concepts are no longer viable in today's era of people-driven processes. 

Discover the concept of data as it pertains to marketing, and particularly as it is supported by data quality functions inside of the broader EIM framework. This white paper reviews how to improve your customer data for marketing effectiveness. 

This paper discusses the importance of information governance and provides tips to strengthening your company's governance strategy. 

With the seemingly un-wavering boom in sales of smart mobile handsets, the opportunity for developing and selling mobile applications more sophisticated than ringtones and games is ever more appealing. 

This white paper explains claims-based identities and their many concepts for more scalable, dynamic security within Microsoft SharePoint. 

Mobile network sharing – whether it is sharing tower sites or radio access network (RAN)components – is not a new concept in the industry. Despite the challenges associated, its meritas a cost-effective way to deploy or operate a mobile network has been evident for years.